Respond to and resolve Tier 1 and Tier 2 helpdesk requests in a timely manner.
Troubleshoot and resolve laptop, hardware, and application-related issues.
Reset passwords and assist with account access issues across systems.
Provision and deprovision user access to applications and internal tools.
Install, configure, and maintain software applications on employee devices.
Support onboarding and offboarding processes, including device setup and access management.
Maintain and update IT documentation, including internal procedures and knowledge base articles.
Track and manage laptop and hardware inventory.
Escalate more complex technical issues to the IT Manager, Cyber, or engineering resources as needed.
Communicate clearly with employees to provide updates and ensure a positive support experience.
Identify opportunities to improve processes, documentation, and efficiency within IT support.

1-3 years of experience in an IT support, helpdesk, or similar role.
Basic knowledge of computer hardware, operating systems (MacOS and/or Windows), and common business applications.
Experience with ticketing systems (e.g., Jira, Zendesk, Freshservice, or similar).
Experience with Google or Microsoft Suite.
Familiarity with user account management and access provisioning.

100% of premium paid for medical, dental and vision benefits for employee and dependents, with an HSA-eligible option (with a $1,000 employer contribution for 2026)
Company-paid life insurance
Traditional and Roth 401k plans
Paid parental leave
Learning & development opportunities with company reimbursement for eligible educational expenses
Working abroad opportunities
Volunteer days off
Flexible scheduling
Up to $300 reimbursement for initial equipment to set up hybrid work environment
Generous PTO and holiday schedule

IT Support Analyst

Key skills